Smarter Blended Dialer Software

In a perfect world, call volumes would be perfectly predictable, every contact would be handled swiftly, and you would always know the ideal balance of inbound and outbound agents.  However, as everyone in the business knows, call volumes fluctuate hourly, daily, and weekly and the “perfect call center” is just a fantasy.

inContact can’t wave a magic wand and make your call center fantasy a reality - but we can get pretty close.  Our inbound outbound dialer is simulation-based and not only has all the great features our Predictive Dialer has,  but it is also intelligent enough to dynamically address changing call volumes. When you don’t have enough inbound agents to keep up with demand, the inContact dialer automatically moves your outbound agents to handle inbound calls and preserve your customer experience. Once your inbound service level goals are met, inContact automatically moves your agents with the highest outbound proficiency back from the inbound queue to handle outbound calls.   Its sophisticated dialing engine also means that agents can handle all call types from a single user interface, making the shift between inbound and outbound call priorities quick and easy. This enables your agents to work on your call center’s most profitable activities all the time. And because billing is based on a pay-as-you-go model, you only pay for what you use— ensuring cost-effective resource consumption when compared to premise-based solutions.

Unlike other vendors who throw in regulatory compliance as an afterthought, it is the core principle for inContact's inbound outbound dialer. From its inception, inContact hosted Blended Dialer has been designed to dramatically increase agent utilization while still meeting regulatory compliance, including abandonment rate, ring-no-answer thresholds, and time-of-day dialing.  Because of its purpose-built design, there is no possibility, or need, for supervisors to micromanage or manipulate a campaign in search of better performance, providing an extra level of compliance protection.